S11, E11: In an effort to raise plummeting patient satisfaction scores, Lewis directs Kovac to teach the residents effective patient communication. Two teenagers are brought to the emergency room with gunshot wounds. Kovac, Neela and Sam treat one victim while Lewis, Pratt and Ray attend to another. When one of the patients dies, Neela does a poor job of informing the grandmother--who becomes hysterical. A personal injury attorney sets up a mobile office outside the emergency room, infuriating Lewis as the lawyer attempts to turn dissatisfied patients into clients. Abby returns to the ER even though she is still experiencing the trauma of her recent abduction.